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Knowing your customers

Helping clubs to understand the needs of its members and visitors

Customer Feedback Tracker (CFT)

The CFT is a unique online platform that allows you to collect survey-based feedback from your visitors and members as well as benchmarking different operational areas of your course and clubhouse. This will enable golf clubs across Wales to analyse the perception of the club against competitors and strategically plan improvements and investment.

The CFT is free for all affiliated clubs in Wales and allows you to simply design 3 types of survey including:

  1. Member satisfaction survey
  2. New member satisfaction survey
  3. Visitor satisfaction survey

To set up your CFT account please contact your regional club development officer.

Mystery Shopper Service

Wales Golf have recruited and trained a number of volunteers to deliver a mystery visit for clubs who have participated in Wales Golf schemes. The shoppers are given a questionnaire to complete prior, during and post visit linked to customer service and the customer journey. The results are then fed back the club to help them improve, with the main outcomes of recruiting and retaining more members and visitors as well as improving the customer journey at their club.

The areas evaluated as part of the service are:

  • Booking
  • Getting there
  • Pro Shop
  • Pre-Round Clubhouse Experience
  • Playing the Course
  • Pro Shop post-round
  • Clubhouse post-round
  • Secretary/Manager post-round
  • Overall Experience
  • Post visit contact

Clubs that would like to access this service have to agree to refund the green fee of the shopper and up to £10 per person for food & beverage.

To register for this service contact your regional club development officer.